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Moved Home - New Contract Error

Tuning in

I moved house over the weekend, and arranged a home move to take my services with me. It's already been a nightmare, firstly, my services at my old address were disconnected a day early, meaning I had to pay to use a weak hotspot so that I could work (barely) and not lose my day rate as I'm a contractor, and secondly, my new box arrived a day later than it was supposed to, not a great start.

Now, I've logged into my account, and want to query a few things. Firstly, I now have a new account number, fine, however you handle accounts for home moves is how you handle accounts, however, after reading all T&C's on your website, it states, "If you don’t change your package when you move, your contract will continue as it is. If you do change your services, you’ll be subject to a new minimum term as per the terms of your new agreement."

I did not make any changes to my contract, simply moved address.

However, my original contract was:

£30 a month

£50 from 13/07/24

Min period end date 12/07/24

Welcome offer £20 off until 12/07/24

But my new contract states:

£35 a month

£55 from 22/06/24

Min period end date 21/03/25

Welcome offer £20 off until 21/06/24

As I have not made any changes to my contract, can my new contract please be amended/transferred back to the original contract terms, as it should be?

Happy to share account number and any other details via PM.

Thanks, Chris





Forum Team
Forum Team

Hi there @PineappleBum 

Thank you so much for your post and welcome to the community forums, it's great to have you back.

I am so sorry that you have faced this issue with your service since your recent move and I would be more than happy to look into this with you via a Private Message. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.